The service standard does not start until all this information has been received and includes Melbourne Business Days only. Please note in instances of high transaction volume, or where additional diligence is required on the transaction, processing times may take longer then specified here.
We’ve made it easier for you to manage your super by making more transactions available in SuperOnline. It's faster and more secure to choose the Complete Online link where available. Where this is not available, you can simply download the PDF form and securely upload it via your SuperOnline account or return it to us by post. Don't forget to attach or enclose any additional documentation that may be required.
| Types of Transactions — Accumulation and Defined Benefit | Service standard (business days) | Additional Information | Available Online? |
| Open a TelstraSuper Personal Plus account | 4 | We recommend completing the process online over completing the form as it provides support and guidance throughout the process. If completing online you will be able to setup immediate access to your SuperOnline account. | Yes |
| Consolidate super from another Fund |
3 | Your request will be initiated within the 3 day period. TelstraSuper is unable to control the timeframe in which it will take the other fund to transfer your account. | Yes |
| Search and consolidate Super via ATO |
9 | TelstraSuper is unable to control the timeframe in which it will take the other fund to transfer your account. | Yes |
| Receive contributions – Post-tax, tax deductible, Downsizer, spouse |
2 | Contributions will be applied based on the business day the funds and relevant receipt information is received. | Yes |
| Receive contributions - Employer & Pre-tax |
10 | No | |
| Register for Direct Access |
4 | Yes | |
| Update personal details (excluding mobile numbers) |
3 | Yes | |
| Update investment choice |
2 | Yes | |
| Nominate/change non-binding beneficiaries |
4 | Read more about the types of nominations and how they apply. Binding nominations must be completed via a form as it requires two witnesses to sign. |
Yes |
| Renew a binding nomination |
5 | You can renew your current binding nomination via SuperOnline. |
Yes |
| Withdraw a lump sum |
4 | Please note this Service Standard applies to the processing time within TelstraSuper. The standard is to have the funds leave TelstraSuper within a 4 business day period. If your mobile is on file, you will receive an SMS when the payment is sent. We TelstraSuper cannot control the time it takes for your bank to credit your account. We recommend completing this process online to ensure you provide and meet all relevant requirements. |
Yes |
| Withdraw due to financial hardship or compassionate grounds |
4 | Please note this Service Standard applies to the processing time within TelstraSuper. The standard is to have the funds leave TelstraSuper within a 4 day period. If your mobile is on file, you will receive an SMS when the payment is sent. We cannot control the time it takes for your bank to credit your account. |
No |
| Transfer to a Self-Managed Super Fund (SMSF) |
3 | Your SMSF must be registered and approved within the ATO Portal for this transfer to proceed. TelstraSuper will not initiate a transfer without your SMSF passing this check. Additional information may also be requested as part of ensuring appropriate security checks can be performed. |
Yes |
| Acknowledgement of a new insurance underwriting application |
2 | Please launch the insurance online portal on the SuperOnline insurance details page | Yes (via Insurance online portal) |
| Confirmation of outcome of a new insurance underwriting application |
4 | Please launch the insurance online portal on the SuperOnline insurance details page |
Yes (via Insurance online portal) |
| Acknowledgement of a new claim submission |
2 | No | |
| Response to an email enquiry | 3 | We recommend using our webchat feature for real time answers to your questions. This will connect you with a TelstraSuper agent between our business hours. |
N/A |
| Super summary |
3 | You can generate a summary of your account via the balance options tab in your SuperOnline account. | Yes |
| Types of Transactions — RetireAccess | Service standard (business days) | Additional Information | Available Online? |
| Open a Retirement income stream account (without Direct Access) | 5 | Our online application experience provides support and guidance through the process. We recommend completing the process online over completing the form. Please ensure you have proof of ID & bank details ready to go before starting. |
Yes |
| Open a Retirement income stream account (with Direct Access) |
10 | Our online application experience provides support and guidance through the process. We recommend completing the process online over completing the form. Please ensure you have proof of ID & bank details ready to go before starting. |
|
| Open a Transition to retirement (TTR) income stream account |
4 | Our online application experience provides support and guidance through the process. We recommend completing the process online over completing the form. Please ensure you have proof of ID & bank details ready to go before starting. |
Yes |
| Open a RetireAccess Lifetime Pension |
14 | No | |
| Register for Direct Access in an existing Retirement income stream account |
4 | Yes | |
| Update personal details (excluding mobile numbers) |
3 | Yes | |
| Update investment choice |
2 | Yes | |
| Update Cash Allocation feature (Retirement income stream accounts only) |
1 | Yes | |
| Update bank details |
3 | If you are unable to complete this online you will be required to complete a form and provide a Bank Statement. Additional security checks may be performed where required that may impact the processing timeframe. |
Yes |
| Update payments (amount, frequency, suspend) or income drawdown |
3 | In order to ensure your update is processed before your next payment we recommend completing the request via SuperOnline. | Yes |
| Nominate/change non-binding beneficiaries |
4 | Read more about the types of nominations and how they apply. Binding nominations must be completed via a form. | Yes |
| Renew a binding nomination |
5 | You can renew your current binding nomination via SuperOnline. |
Yes |
| Acknowledgement of a new insurance underwriting application |
2 | Please launch the insurance online portal on the SuperOnline insurance details page |
Yes (via Insurance online portal) |
| Confirmation of outcome of a new insurance underwriting application |
4 | Please launch the insurance online portal on the SuperOnline insurance details page |
Yes (via Insurance online portal) |
| Acknowledgement of a new claim submission |
2 | No | |
| Make a lump sum withdrawal or an additional one-off income payment |
4 | Please note this Service Standard applies to the processing time within TelstraSuper. The standard is to have the funds leave TelstraSuper within a 4 business day period. If your mobile is on file you will receive an SMS when the payment is sent. We cannot control the time it takes for your bank to credit your account. We recommend completing this process online to ensure you provide and meet all relevant requirements. | Yes |
| Response to an email enquiry | 3 | We recommend using our webchat feature found at telstrasuper.com.au for real time answers to your questions. This will connect you with a TelstraSuper agent during our business hours. |
No |
| Super summary |
3 | You can generate a summary of your account via the balance tab in your SuperOnline account. |
Yes |
Important information
- The above service standards represent the timeframes that we strive to process transactions within. TelstraSuper does not warrant or guarantee that transactions will be processed within these service standards.
- All of the service standards commence from the date we receive all the necessary requirements/documents for each transaction.
- TelstraSuper will not process transactions if the personal details differ from the details that we hold on your account and will not be responsible for the delay or other consequences due to the details not matching.
- From time to time TelstraSuper may contact you to request additional information and to verify instructions.
If you would like to find out more information about TelstraSuper's products, please call us on 1300 033 166 or use the contact form to make a request about a specific product, and we will arrange for a Member Contact Centre Consultant to call you to discuss that product.
We're here to help
At TelstraSuper we're here to help you build a secure financial future. Before making any significant financial decisions we would encourage you to speak to a Financial Adviser. TelstraSuper Financial Planning has a team of phone based Advisors who can provide you with general and simple personal advice*. There's no additional cost for our general and simple personal advice as this is included in your TelstraSuper membership.
Call 1300 033 166 or REQUEST A CALL
*Simple personal advice is advice about contributions, investment options and insurance cover within your TelstraSuper account.